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Who should attend Service Level Agreements (SLAs) - Preparation Guidelines for Effective SLAs Webinar
Line senior executives responsible for company operations performance
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Service Level Agreements (SLAs) - Preparation Guidelines for Effective SLAs Webinar  

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Line senior executives responsible for company operations performance

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Seminar Summary:

This webinar on Service Level Agreements (SLAs) will provide you with sound principles and a set of guidelines for developing and preparing 'effective' Service Level Agreements (SLAs) for an internal service function or an outside service provider. (see full course description)

 
 

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Training Course Syllabus:


Objectives of the Presentation

Discuss the different types of Service Level Agreement (SLAs)
Obtain an understanding of the essential components of an SLA
Understand the important role Governance and Risk Management have in the SLA
Discuss how the Service Level Management process can be effective in executing SLAs
Assess how Service Level objectives can be established
Evaluate conditions when an SLA should be reviewed by Legal Counsel

Why Should you Attend

Experience indicates that organizations that do not take the time to develop and agree upon a sound set of SLAs to facilitate Service Level Management (SLM) are likely to fail and/or have great difficulty in measuring delivery performance by internal or external service providers. For organizations that outsource critical services, such as IT, the new laws and regulations implicitly demand that outside and outsourced services meet compliance requirements just as much as any internally company run services.

Regulatory compliance has added impetus to the need to have sound SLAs to ensure outsourced services are properly governed.

This webinar will explain how the same principles and practices that have been used for well established infrastructure services (power, utilities, IT) also apply to any other business support services (finance, HR, Customer support, etc.). The presenter will provide you with sound principles and a set of guidelines for developing and preparing ´effective´ Service Level Agreements (SLAs) for an internal service function or an outside service provider.

Areas Covered

The Importance of Service Level Agreements (SLA) - Definition of key terms
Service Level Agreements as a key element of the Service Level Management (SLM) process
In what situations can SLAs Be applied and useful? Modern view of SLAs for internal and external service provisioning, including all types of services
Foundation for developing SLAs - direct relation to governance and risk management
A general methodology for developing SLAs
Determining performance Service Level Objectives (SLOs)
Importance of developing ´user-facing SLAs´ that are truly responsive to users´ needs
Differences between user-oriented SLAs and technically-oriented SLAs and how they Help achieve alignment with business objectives
Illustration of user-facing SLAs as opposed to technology or operations-facing SLAs
success factors to develop effective SLAs
A framework and a list of elements to consider in SLA development for IT and software services requirements
Action plan for developing effective SLAs

Who will Benefit

Line senior executives responsible for company operations performance, IT and quality assurance professionals, Legal counsel officers that help develop agreements and service contracts, Purchasing and Procurement Executives, Legal Counsel Functions (Internal or External)Corporate and Internal Audit Executives, Internal and Information System Auditors, Executives dependent on key support infrastructure services, such as IT and other business services, Contingency planning and emergency preparedness professionals that must specify SLAs, CIOs, CFOs, and any C-level executive that vitally dependent on or that oversees business services, External Auditors and Consultants in risk management and contingency planning, Chief Risk Managers and Chief Security Officers (CSOs) and professionals, Individuals responsible for negotiating outsourced services

Seminar Summary:

This webinar on Service Level Agreements (SLAs) will provide you with sound principles and a set of guidelines for developing and preparing 'effective' Service Level Agreements (SLAs) for an internal service function or an outside service provider. (see full course description)

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